Doctor (Volunteer) at Murtala Muhammed Foundation

Reports to: Clinical Lead & Call Center Supervisor
Employment Type: Volunteer

Summary

• The Junior Doctor is a clinical unit/ call center representative responsible for interacting with patients primarily via telephone by answering incoming calls from patients and performs a range of duties.

Responsibilities and Functions

• Answer inbound phone calls in a professional and courteous manner, taking appropriate action on the account.
• Screen patients using the symptoms checker.
• Enter and update correct patient data into the computer database.
• Use computer system to respond to patients’ medical problems by referring to their history, carrying out diagnosis, treatment, counseling and referral, where necessary.
• Review and follow-up on patient accounts in a timely manner.
• Maintain call center standards for quality and productivity.
• Observe professional ethics in maintaining confidential information acquired concerning the personal and financial status of patients.
• Comply with company policy and procedures and pertinent laws or regulations.
• Adhere to established workflow and documentation procedures.
• Ensures to escalate calls or challenges to supervisor when necessary and appropriate
• Always maintain a professional and positive attitude.
• Demonstrate respect for our patients and team members in every interaction.
• Keep up-to-date with medical developments, treatment and medication.
• Performs other general administrative tasks as directed by the clinical lead and call center supervisor.

Education & Experience

• Certified Degree in Medicine (Essential)
• Minimum of 1 year of experience practicing as a primary care doctor.
• Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.

Qualifications & Requirments:

• Speaks fluently in either of the following languages: Pidgin, Hausa, Yoruba and Igbo.
• Exceptional phone handling skills: provides customer support in a positive, calm, and timely manner.
• Excellent data entry and typing skills.
• Excellent interpersonal, listening, verbal and written communication skills.
• Ability to apply knowledge of office procedures and carry out tasks accordingly.
• Demonstrated attention to detail, ability to multi-task, and flexible.
• Proficient in computer usage and application of technology.
• Knowledge of customer service principles and practices.
• Capable of practicing strong human relations skills, such as empathy for others.
• Must be able to work in a high call volume call center environment with both inbound and outbound calls.
• Leadership Skills.
• Ability to quickly learn.
• Superb organizational and time management skills.
• Ability to work under pressure and take initiative in a fast-paced environment.
• Ability to work independently and in a team on assigned tasks as well as to accept direction on given assignments.
• Proficiency in Microsoft Word and Excel is a plus, and must be comfortable working with computer systems and multiple applications simultaneously.

Work Environment & Physical Demands:

• Work is performed in a conducive environment of your choice.
• Physical demands of position: must be able to sit for long periods of time, must have manual dexterity to work computer systems and keyboard.